Josh Paulsen

We currently use omnichannel routing, but have noticed an intermittent issue with one of our agents. Occasionally, tickets will not be routed to the agent even though the agent is online with no tickets currently assigned to them. When checking the live support dashboard, Zendesk will show the agent as being online with no recent change in status. It will also show tickets assigned to the agent, but when selecting any of those tickets, they are not assigned to any one.

This will happen for a few hours at a time and then go back to working correctly again. There doesn't seem to be any rhyme or reason to when it happens, and nothing we do (i.e. logging off and back on) seems to make any difference.

Has anyone else seen this issue and know of a fix? 

This would be a very helpful feature and would significantly improve the appearance and organization of forms. Currently, any forms that have more than a handful of fields can quickly become very busy. 

We'd like to be able to display ticket processing times to our end users in our help center. We've created Explore queries which pull this information, and are hoping there might be a way to somehow embed the queries in the help center either on the homepage or within the requests/activities page. We've thought of creating an article with this information and manually updating it, but it would be a lot easier/more efficient to point to the information being pulled via the query.

Any thoughts/recommendations are appreciated.

I'm guessing there will be around 500 custom fields. All but a few start as hidden, with up to 10-15 appearing. The conditional logic determines which of the various fields are needed dependent on selections made.

We currently have a similar form with almost 100 fields but are hoping to update to provide added granularity with options that can be selected. Wanted to verify we wouldn't hit a ceiling prior to putting in the effort to create all the additional fields. Sounds like that won't be an issue. 

Thanks!

Trying to verify the maximum number of ticket fields that can be added to a form. 

Thanks